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Course Information

Service Desk Analyst (SDA) v8 Course Outline 

The Service Desk Analyst Course has been structured carefully to provide candidates with a complete guide to SDA. It follows a modular format, and the modules are:

Domain 1. Professionalism and Roles

  • Introduction to Service Desk
  • Service Desk Analyst
  • Best Practice
  • Policies and Governance
  • Personal Accountability
  • Service Attitude
  • Teamwork
  • Business Relationships
  • Cultural Awareness

Domain 2­. Analyst Skills

  • Communication
  • Verbal and Nonverbal Communication Skill
  • Listening Skills
  • Written Communication Skills
  • Questioning Skills
  • Problem Solving
  • Rapport Techniques
  • Conflict and Negotiation Skills
  • Interaction Management Skills
  • Resilience
  • Time Management
  • Positive Approach and Attitude
  • Professional Development

Domain 3. Practices, Processes and Procedures

  • Incident Management
  • Service Request Management
  • Recording Incidents and Requests
  • Escalation
  • Status Updates
  • Problem Management
  • Change Enablement
  • Service Level Management
  • Service Catalog Management
  • Service Delivery Model
  • Knowledge Management
  • Information Security Management
  • Service Continuity Management
  • Quality Assurance Program
  • Managing Customer Feedback
  • Service Desk Metrics and Statistics

Domain 4. Resources

  • Support Methods
  • Self-Service
  • Automation
  • Artificial Intelligence (AI)
  • Social Media

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There are no essential requirements to attend this course. However, some experience of first or second-line service desk experience will be beneficial for the delegates.


This Service Desk Analyst training course is perfect for anyone who wishes to acquire a recognised qualification for managing a service desk system.

Service Desk Analyst (SDA) v8 Course Overview

Service Desk is a ticket management system that allows enterprises to manage effective workflow for internal and customer-facing departments. A service desk is a Single Point of Contact (SPOC) for daily activities between a service provider and users. It aids its users in handling events, services, user communications, and changes in services plans, etc., virtually. This training is designed to provide the delegates with various primary skills required for Service Desk Analysis, including relationship management, quality assurance, problem-solving, effective rapport, and conflict management. Further, this training will help you gain many opportunities in various professions, such as IT Support, Helpdesk/Service Desk, Support Analyst, etc., in prominent organisations.

This 3-day Service Desk Analyst (SDA) training course provides the delegates with the essential skills and knowledge required for delivering effective customer service and support quality. This course falls under the broader umbrella topic of SDI, an organisation that provides a worldwide network for IT Service Professionals. They will learn about various concepts such as introduction to Service Desk Analyst, best practice, policies and governance, personal accountability, service attitude, teamwork, and many more. Our highly experienced and expert trainers will provide this training and help you get the required knowledge and skills out of it to get more job opportunities with enhanced PayScale.

Delegates will also learn the following essential topics:

  • Service Desk Analyst
  • Practices, processes, and procedures
  • Incident management
  • Service request management
  • Recording incidents and requests

After attending this training, delegates will be able to identify customer needs and handle demanding situations in their organisation. They will also manage incidents and requests related to IT support.         

If delegates want to improve their knowledge and skills of using Service Desk and support their career advancement further, then they can choose our other popular course, Certified Service Desk Manager (CSDM), to fulfil their desired goals.

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What’s Included in this SDI v8 Training Course?

  • The Service Desk Analyst (SDA) Examination
  • The Knowledge Academy’s Service Desk Analyst Manual
  • Experienced Instructor
  • Completion Certificate
  • Refreshments

Service Desk Analyst (SDA) Examination

The SDA exam consists of:

  • 60 minutes
  • Closed book
  • 60 questions
  • Multiple choice
  • 65% pass mark

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Frequently asked questions


The SDI (Service Desk Institute) is an organisation which provides a worldwide network for IT Service Professionals, creating a community for all those working in the IT Service and Support Industry. To find out more about SDI, visit our SDI topic page.
Yes, the Service Desk Analyst exam is included in the course fee.
There are no prerequisites for the SDA training course.
Service Desk is a ticket management system that allows enterprises to implement a strong and effective workflow for internal and customer-facing support departments.
Customer service management, ownership and initiative service focus, service reporting, and user focus are some of the essential skills of a Service Desk Analyst.
Managing support requests, resolving technical issues, accelerate complex cases, and managing service documentation are the core duties of a Service Desk Analyst.
The service desk works as a single point of contact between the IT organisation and the business for every service request, incident reports, change warnings, and other essential communications.
In this training, you will learn several topics such as support methods, self-service, automation, Artificial Intelligence (AI), social media, analyst skills, rapport techniques, and many more.
The price for Service Desk Analyst (SDA) certification in Australia starts from AUD2595
The Knowledge Academy is the Leading global training provider in the world for Service Desk Analyst (SDA).
Please see our SDI Training courses available in Australia

Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell

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